Customer Care Associate (Remote, EMEA)

Job summary

The Customer Care Associate role focuses on delivering exceptional support to users across various product areas via email and live messaging. This position is fully remote and aims to enhance the customer journey while advocating for user needs.

Qualifications

Nice-to-have:

• Strong problem-solving abilities with a focus on customer advocacy.
• Experience in Customer Support or Customer Enablement in a tech environment, particularly with Live Chat and Email Support.
• Proficient in using CRM tools for managing customer interactions.
• Ability to collaborate with diverse stakeholders.
• Excellent communication and teamwork skills, demonstrating patience and diligence.
• Interest in modern web technologies and comfort in ambiguous situations.
• Fluent in English, both written and spoken.
• Experience in remote work or fast-paced organizations.
• Familiarity with HR, Payroll, Healthcare, or Pension systems.

Responsibilities

Practicals

Benefits

• Resolve a set number of support tickets weekly across various verticals.
• Maintain productivity standards while ensuring attention to detail and customer satisfaction.
• Respond to standard tickets within agreed service levels via email and live messaging.
• Collaborate closely with Customer Success and operational teams.
• Act as the primary communication channel for users.
• Reports to: Manager, Customer Care - EMEA
• Team: Customer Care
• Location: EMEA
• Start date: As soon as possible
• Work from anywhere with flexible paid time off and hours.
• 16 weeks of paid parental leave and mental health support services.
• Stock options and a learning budget.
• Home office budget and IT equipment provided.
• Budget for local social events or co-working spaces.